CXP Specialist

Do you want to make a difference that impacts the entire organization and millions of people using our products and services? Are you passionate about customer experience and implementing top-notch platforms across organizations? If you have a high sense of ownership, enjoy innovation, and want to work in an environment where you can express yourself, then the role of Customer Experience Platform Specialist at Telia might be your next big opportunity! I’m Stefan Edström, Head of Customer Experience Platforms at Telia, and I hope you find this job ad intriguing!

Ready to make better happen?

We are seeking a Customer Experience Platform (CXP) Specialist who can coordinate, implement, and ensure we effectively utilize the Voice of Customer (VoC) platform across all our markets and channels. As a CXP Specialist, you will primarily work with our CX platform, Medallia, handling integrations, building frontend reports, and ensuring all markets have the necessary background data for valuable insights. This role involves managing various web behavior tools and ways of working (WoW).

You will coordinate between the vendor, the Customer Experience (CX) cluster, and the countries. You will assist our markets in setting up new surveys, identifying relevant KPIs, and prioritizing impactful customer experience pain points. You will maintain a holistic view of all ongoing and upcoming use cases, identifying synergies and best practices. You will support the VoC program team in achieving organizational CX objectives and set up automated monitoring systems for CX metrics (CSAT/NPS) for channels. Additionally, you will act as a support for all markets in survey building and reporting, establish forums and relationships to utilize the platform effectively, and work strategically with governance models and roles.

Is this you?

We are looking for a self-starter who can work in ambiguity and influence and collaborate with cross-functional teams to meet objectives. You should be customer-centric and analytical, able to translate business needs into features in our VoC platform. Excellent communication skills, a result-oriented mindset, patience, teamwork, and a continuous learning attitude are essential. You should be capable of handling multiple simultaneous activities and communicate diplomatically. Understanding the IT landscape in large organizations and knowledge about integration patterns are also important.

Relevant Experience:

• Experience in a large organization, with the ability to build your network easily

• Relevant academic background is preferred but not required (e.g., Data Engineering, Machine Learning Engineering, Software Engineering)

• API integrations

• Experience within the CX area, preferably VoC

• Experience with CX platforms such as Medallia or Qualtrics

• High understanding of building queries in data lakes, QV, or similar

• Knowledge of IT landscape complexity when integrating and utilizing new systems

• Driving channel adoption

Telia is more than a workplace

With us you will learn from skilled colleagues across international borders, joining a team that makes each other stronger and the world better by solving challenges. We are proud of our friendly atmosphere where people are excited about their work. We thrive on our diversity and ambition to deliver great products and extraordinary experiences for our customers. In a world where choices are endless, if you want to make a real impact, this is a place where you belong.

Apply to join us!

If you fancy joining our team, don’t hesitate to apply! Application deadline is 2024-06-07.

If you want to know more about the job you are welcome to contact me at Stefan.edstrom@teliacompany.com.

We look forward to receiving your application and to making sure that your personal data is kept safely, we kindly ask you to apply through our recruitment system. We are not able to handle resumes via e-mail or equivalent. During the process, required background controls will be performed.

Welcome to Telia – Join us and make better happen!